Field Service Technician

Field Service Technician

The purpose of the Field Service Technician is to have a responsible person capable of operating and managing certain daily business activities, either in association with, or in absence of the business owner/operator.

Unless otherwise specified, the Field Service Technician is responsible for all daily internal service-related interactions. The responsibility includes, but is not limited to, a dedication to the company's mission statement, to company profitability and 100% customer satisfaction.

• Enforce all company policies as defined in the SMEG Company Handbook • Interact with customers, vendors and entire service staff • Maintain clean/safe work areas, cleanliness of tool and ensure proper tool storage, for both personal and company owned • Maintain neat and professional personal appearance at all times, wearing appropriate logo assigned company shirts • Perform proper and accurate vehicle diagnosis, services and repairs • Maintain accurate truck inventory • Provide Shop Foreman and Assistant Manager with accurate estimated labor times • Provide Shop Foreman and Assistant Manager with complete parts needed list • Participate in quality check process with Shop Foreman and Assistant Manager • Understanding of productivity goals and review for areas in need of improvement • Follow company processes and procedures as defined in the SMEG operations manual • Participate in morning meetings with service staff to plan the day • Maintain accurate, timely and legible company designed reports and paperwork • Notice and report potential problem areas to management before they arise • Maintain a successful working relationship with Pierce Manufacturing personnel • Enforce policies and procedures as defined in the Pierce Manufacturing operations manual

The Field Service Technician must be able to clearly demonstrate their ability to set and reach performance goals set forth by the owner/operator.

• Must be willing to travel within an assigned territory/area of responsibility. • Excellent customer service skills, both verbal and written. • Must assume responsibility for high quality of repair process. • Must have the ability to work independently or with less supervision • Should have excellent verbal communication skills • Must have the ability to work under pressure • Ability to manage service calls • Experience within Fire and Emergency related industry • Must possess both EVT and Pierce Master Technician status or obtain within one (1) year of hire/transfer • Proven track record of success • Ability to work independently • Must be self-motivated • Exceptional organizational methods • Possess exceptional leadership and motivational skills • Dedication to customer service and business success • Ability to engage in and maintain positive relationships with employees, vendors and customers • Computer skills: Must be proficient with Microsoft Outlook Email, Microsoft Word & Excel programs as well with any company provided software • Must demonstrate the ability to review performance goals with all employees designated within his/her service facility and instruct on areas in need of improvement.

• High School Diploma or GED • 3 to 5 Plus years with experience in an automotive service-related industry • Clean driving record with or able to obtain a Class B non-exempt CDL driver license or obtain within six (6) months of hire/transfer • Knowledge of repair principles and procedures in all areas of the Heavy Truck Repair Industry

The Field Service Technician clearly understands that as a condition of his/her employment it is his/her responsibility to utilize and adhere to all company processes and procedures as well as utilize all best efforts in generating revenue for the company. All pricing of parts and services will be defined in a method of computation outlined by the business owner/operator. The Field Service Technician is to discuss reason for any substantial discounting for services or parts with the General Manager prior to making a final decision. In all cases the Field Service Technician should immediately inform the General Manager of any inabilities to perform in the area of revenue generation, and to additionally provide the reasoning for such inability. The Field Service Technician recognizes that in good part, his/her performance will be evaluated by his/her ability to reach and maintain gross revenue, gross profit and customer service goals set forth by the business owner/operator.

With appropriate notification, the Field Service Technician agrees to attend and participate in all career specific seminars, training courses, industry related certification programs and internal company training and or meetings recommended or scheduled by the business owner/operator.

It is the responsibility of the Field Service Technician to at all times conduct him/herself in a professional manner. This includes the agreement not to use any foul or objectionable language towards any customer, vendor, co-worker or employee. To refrain from any negative comments about any customer, vendor, competitor or employee. As a Field Service Technician you are expected to maintain composure with all customers, vendors and employee's at all times and to carry out all defined duties in a professional manner.

At all times the Field Service Technician is to strive for 100% customer satisfaction. This includes a commitment to customer courtesy, taking the time to be certain that the customer clearly understands his or her options, your recommendations, warranties offered, estimates provided, invoices provided, methods of payment and value and the benefits he or she may receive from our services. The Field Service Technician clearly understands that in circumstances which may arise were certain issues may be unclear to a customer, he/she is to advise the customer that he/she will look into a prompt resolution, discuss with management and follow up with immediately with a defined explanation.

• EVT (Emergency Vehicle Technician) and ASE Heavy Truck Certifications are a plus

While performing the duties of this job, the employee is regularly required to use hands to handle or feel; reach with hands and arms; and talk or hear. The employee is regularly required to stand; walk; and stoop, kneel, crouch or crawl. The employee is occasionally required to sit and climb or balance. The employee is occasionally required to walk stairs and/or climb ladders. The employee must occasionally lift and/or move objects up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.